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Passenger Service Officer Ticket Desk, LHR, Part Time - Fixed Term Contract

  • Airport Operations
  • London, UK
  • Cathay Pacific

Location: London, UK 


Job Title:

PSO, Ticket Desk


London Heathrow, Terminal 3

Reports to:

Manager on Duty, LHR


975 hours per year.


Varying shifts from 4:00am – 12:00pm

Job Grade:                              

Level A


Part time, 12 months Fixed Term Contract


We are currently inviting applications for the role of PSO Ticket Desk at London Heathrow Airport. This is an exciting opportunity for a candidate with strong operational and ticketing experience to join our Airport Operations team on a 12 months fixed term part-time basis.

The successful candidate will be responsible for calculating fares, issuing and re-issuing tickets at the airport whilst providing an excellent level of customer service to our passengers at all times




  • Issue tickets and calculate complicated fares
  • Manage daily sales reports (PSR)
  • Manage out-of-hour first and business class limo desk bookings and coordinate booking information with our limo service company
  • Liaise with Hong Kong about special requests for passengers such as medical conditions MEDA, unaccompanied minors and flying mums
  • Make bookings and issue tickets for retirees and Cathay Pacific leisure and duty travel employees under strict authorisation only
  • Issue tickets for duty and grooms travel on Cathay Pacific Freighter service flights
  • Monitor flight booking levels during busy periods and cross check for duplicated reservations. Advise MOD of over sales levels
  • Handle incoming telex requests for the Ticket Desk
  • Collect payment and issue documents for airline service items such as excess baggage, date change fee, UM fee etc
  • Flight Oversales – issue volunteer and denied boarding payment paperwork and card issuance
  • Class Oversales – issue volunteer and involuntary downgrade payments
  • Complete end of day sales statistics for Travelex, update daily manual stock usage reports
  • Perform reconciliation of Ticket Desk float money and balance with receipts on a daily basis
  • Handle ad hoc payments of money for baggage claims




  • Education to GCSE level or equivalent.
  • Demonstrable airline experience.
  • Experience of working face-to-face with members of the general public
  • Proven customer service experience
  • Experience of working with reservation and ticketing systems and procedures
  • Excellent knowledge of the airline industry
  • Effective time management skills


    If you believe you have the skills and experience to succeed in this role, please send your CV and covering letter to outlining your suitability for this position by Midnight on Sunday 6 January 2019.


    All applicants must have the right to live and work in the UK.  We are unable to assist applicants with visa or work permit applications.

Cathay Pacific is an Equal Opportunities Employer. Personal data provided by job applicants will be used strictly in accordance with our personal data policy and for recruitment purposes only. Candidates not notified within eight weeks may consider their application unsuccessful. All related information will be kept in our file for up to 24 months. A copy of our Personal Information Collection Statement will be provided upon request by contacting our Data Protection Officer.


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